The false dilemma in the job manual may convince employees they must prioritize customer satisfaction at all costs, potentially leading to trouble at work and neglecting nuanced approaches to customer service.
The correct answer is b. "The employee will be convinced of the need to please customers and will get in trouble at work."
The author's use of a false dilemma in the job manual impacts the overall argument by presenting a limited set of options and oversimplifying the complex nature of customer service in retail. The false dilemma is evident in the assertion that new employees must "always put the customer first, even if it goes against other company policies, or they will lose their job." This framing creates a binary choice: prioritize the customer at all costs or face potential job loss.
This option reflects the impact of the false dilemma by suggesting that employees may believe they must prioritize customer satisfaction to the extent that it goes against other company policies, potentially leading to disciplinary consequences. The false dilemma fails to consider alternative, more balanced approaches, fostering a climate where employees might feel compelled to prioritize customer satisfaction at the expense of other considerations.